Customer insight hub for multi-channel customer engagement solutions

• US 9,972,024 B2
• Filed: 05/20/2014
• Issued: 05/15/2018
• Est. Priority Date: 05/20/2014
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle International Corporation (Oracle Corporation)
• Inventors: Chan, Victor Chung-Wai, Seebauer, W. Scott
• Primary Examiner(s): Jeanty, Romain
• Application Number:
  US14/282,071
• Publication Number:
  US 20150339677A1
• Time in Patent Office: 1,456 Days
• Field of Search: 705 729
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data

Abstract

Embodiments provide systems and methods for providing customer insights across multiple channels based on cross-channel interactions with the customer. More specifically, embodiments of the present invention are directed to a customer insight hub that leverages data sources across a Customer Relationship Management (CRM) product suite of a plurality of different CRM applications to generate rich customer insights that can be easily leveraged across customer channels including but not limited to web, telephony, chat, emails, social, etc. These insights can be used by different processes and/or provided on an agent desktop to facilitate the delivery of a personalized, efficient, and consistent end customer experience across customer touch points or channels. Embodiments include defining and generating commonly used customer insights, including but not limited to customer identity, customer intent, customer priority, and customer preferences, as well as custom insights.

Claims

1. A method for providing customer insights in a contact center, the method comprising:

defining, by a customer insight hub system, a set of multi-Customer Relationship Management (multi-CRM) insights comprising information applicable to a particular customer across a plurality of different CRM applications of a suite of CRM applications;

receiving, by the customer insight hub system, a customer contact through one of a plurality of different communication channels;

determining, by the customer insight hub system, whether a customer of the customer contact is known;

retrieving, by the customer insight hub system, information related to the customer from one or more of the plurality of different CRM applications based on the defined set of multi-CRM insights if the customer is known;

calculating, by the customer insight hub system based on the defined set of multi-CRM insights, the retrieved information related to the customer, and the received customer contact, a set of cross-channel customer insights for the received customer contact;

providing, by the customer insight hub system, the set of cross-channel customer insights for the received customer contact to the plurality of different CRM applications; and

applying, by the customer insight hub system, the set of cross-channel customer insights for the received customer contact to handling of the received customer contact through at least one of the plurality of different communication channels.

2. The method of claim 1, wherein defining the set of multi-CRM insights comprises defining a customer identity insight.

3. The method of claim 2, wherein the customer identity insight comprises a definition of a set of data fields used to identify a customer.

4. The method of claim 3, wherein the customer identity insight further comprises an indication of one or more of the data fields from the set of data fields requiring authentication and an indication of a method of authentication.

5. The method of claim 4, wherein applying the set of cross-channel customer insights for the received customer contact comprises using the method of authentication to authenticate the one or more data fields from the set of data fields requiring authentication.

6. The method of claim 1, wherein defining the set of multi-CRM insights comprises defining a customer intent insight.

7. The method of claim 6, wherein the customer intent insight comprises a definition of a set of possible customer intents.

8. The method of claim 7, wherein the customer intent insight further comprises an indication of data sources used to determine a customer intent and an indication of business logic used to determine the customer intent from the set of possible customer intents based on the data sources and the received customer contact.

9. The method of claim 8, wherein:

the customer contact is received via telephone;

the customer is interacting through an interactive voice response channel; and

applying the set of cross-channel customer insights for the received customer contact comprises asking the customer via the interactive voice response channel whether the customer is calling regarding the determined customer intent.

10. The method of claim 1, wherein defining the set of multi-CRM insights comprises defining a customer priority insight.

11. The method of claim 10, wherein the customer priority insight comprises a definition of data sources used to determine a customer priority score and a definition of a formula used to calculate the customer priority score based on the data sources and the received customer contact.

12. The method of claim 11, wherein applying the set of cross-channel customer insights for the received customer contact comprises escalating the customer contact to a live agent based on the determined customer priority score.

13. The method of claim 1, wherein defining the set of multi-CRM insights comprises defining a customer preferences insight.

14. The method of claim 13, wherein the customer preference insight comprises a definition of a set of customer preferences and possible values for each customer preference.

15. The method of claim 14, wherein the customer preference insight further comprises an indication of data sources used to determine the customer preferences.

16. The method of claim 15, wherein the customer preference insight further comprises an indication of business logic used to determine each customer preference value based on the data sources and received customer contact.

17. The method of claim 1, wherein defining the set of multi-CRM insights comprises defining one or more custom customer insights.

18. The method of claim 1, further comprising:

receiving, by the customer insight hub system, a set of session information for the received customer contact, wherein determining whether the customer is known is based on the received set of session information.

19. A system comprising:

a processor; and

a memory coupled with and readable by the processor and storing therein a set of instructions which, when executed by the processor, causes the processor to provide customer insights in a contact center by;

defining a set of multi-Customer Relationship Management (multi-CRM) insights comprising information applicable to a particular customer across a plurality of different CRM applications of a suite of CRM applications;

receiving a customer contact through one of a plurality of different communication channels;

determining whether a customer of the customer contact is known;

retrieving information related to the customer from one or more of the plurality of different CRM applications based on the defined set of multi-CRM insights if the customer is known;

calculating, based on the defined set of multi-CRM insights, the retrieved information related to the customer, and the received customer contact, a set of cross-channel customer insights for the received customer contact;

providing the set of cross-channel customer insights for the received customer contact to the plurality of different CRM applications; and

applying the set of cross-channel customer insights for the received customer contact to handling of the received customer contact through at least one of the plurality of different communication channels.

20. A computer-readable memory comprising a set of instructions stored therein which, when executed by a processor, causes the processor to provide customer insights in a contact center by:

defining a set of multi-Customer Relationship Management (multi-CRM) insights comprising information applicable to a particular customer across a plurality of different CRM applications of a suite of CRM applications;

receiving a customer contact through one of a plurality of different communication channels;

determining whether a customer of the customer contact is known;

retrieving information related to the customer from one or more of the plurality of different CRM applications based on the defined set of multi-CRM insights if the customer is known;

calculating, based on the defined set of multi-CRM insights, the retrieved information related to the customer, and the received customer contact, a set of cross-channel customer insights for the received customer contact;

providing the set of cross-channel customer insights for the received customer contact to the plurality of different CRM applications; and

applying the set of cross-channel customer insights for the received customer contact to handling of the received customer contact through at least one of the plurality of different communication channels.